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chapt 14 S&E Market
W.S.Present Product_Objections
| Question | Term |
|---|---|
| Ryan always shows how to use the fishing equipment the customer is thinking of buying. Ryan knows that sharing his expertise is()selling. | consultative |
| A salesperson can use newspaper articles, graphs, and customer testimonials as sales() in presenting a product. | aids |
| The third party method of handling objections requires the use of()from satisfied customers. | testimonials |
| When you do not know the customer’s price range and are unsure of the intended use | begin showing the medium priced product in the line |
| What are the four basic steps for handling objections? | listen, acknowledge, restate, and answer |
| A technique that answers objections by showing the customer how to operate a product is called the () method. | demonstration |
| As a salesperson, you may not be able to determine immediately a customer’s price range for buying a particular item. In that case, always begin a presentation by offering items in the () price range. | medium |
| While shopping at Charlotte Shop, Sasha remarked that the boutique charged twice as much for it's merchandise. By using the ____________________ method Charlotte assured Sasha that her merchandise is one of a kind. | superior point |
| based on misinformation | denial |
| to restate something in a different way | paraphrase |
| language most people can understand | layman’s terms |
| a neutral person or previous customer | third party |
| reasons for not buying or seeing a salesperson | excuses |
| language used with industrial buyers | jargon |
| a list of reasons for not purchasing a product and possible responses to those reasons | objection analysis sheet |
| recommending a different product | substitution method |
| concerns, hesitations, doubts | objections |
| a positive statement about the quality of a product | testimonial |
| The goal of the product presentation is to | match the customer’s needs with appropriate product feature and benefits |
| In which situation is using the latest jargon acceptable? | beds and dressers to hotel managers |
| “My spouse and I would love to take this trip to Hawaii that you’ve described, but we have to repaint our house and we really should replace our refrigerator.” What is such an objection based on? | need |
| Bill Long's customer is eyeing a beautiful redwood table but says, “I’m sure the finish on this table will warp.” Bill assures the customer that the table has been specially treated to prevent its warping. Bill uses the () method of handling objections. | denial |
| A customer in a computer “I can’t buy this software program. I don’t understand the directions.” The salesperson “Let’s read over the directions together.” What method of handling objections is the salesperson using? | question |
| During the product presentation in the sale of running shoes, a salesperson should not | present the customer with five or six models of running shoes to consider at one time |
| In some sales situations, it is possible for a salesperson to confront and answer anticipated ____________________ by incorporating them in the presentation | objections |
| A salesperson says to a customer, “I’ve had many customers express the same concern you’ve just stated.” What step of the basic strategy for handling objections does the preceding comment exemplify? | acknowledge |
| An effective way of maintaining the customer’s interest in a product presentation is to the __________ the customer in the presentation | involve |
| During a presentation, what is the maximum number of items a salesperson should show a customer at one time? | three |
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